SERVICE ADVISOR – Workforce Recruitment Services

Key Responsibilities

• Provide an informative, professional and friendly link between the customer and the workshop by liaising closely with and cultivating relationships with customers, workshop personnel and administrative staff, maintaining an open line of communication between them and enhancing the Client’s image.
• Receive vehicles from customers.
• Follow up with customers on the progress of their vehicles.
• Provide correct advice to customers at all times.
• Maintain the BSI system.
• Achieve a Customer Satisfaction Index (CSI) result within or above the Client’s national average.
• Assist in the workshop reception area by receiving customers’ vehicles for servicing and repairs on a daily basis.
• Obtain the correct information from the client regarding service or repair requirements.
• Obtain the correct contact information when receiving a vehicle.
• Confirm the payment method for completed services or repairs.
• Obtain authorisation from cash-paying customers upon arrival, where possible.
• Maintain communication with the client while the vehicle is in the workshop, providing updates and obtaining authorisation for any additional work or delays.
• Update and maintain the BSI system at all times.
• Promote the sale of workshop labour, parts, back-end services and accessories by educating customers and upselling where appropriate.
• Follow the correct handover process when returning vehicles to customers.
• Follow up on work in progress (WIP) and outstanding cash payments daily.
• Ensure workshop profitability by following the correct quotation procedures.
• Receive customers in a friendly, courteous and professional manner at all times.
• Introduce yourself to customers at all times and stand up when a customer approaches your desk.
• Address customers by their names at all times.
• Use the BSI tablets and paperless system at all times. No paper documents are permitted. If the system is unavailable and paper documents must be used, ensure that all documents are uploaded to the BSI job card once the system is operational.
• Confirm the customer’s name and surname and update the details where necessary.
• Confirm and update the customer’s mobile and landline numbers where necessary.
• Confirm and update company details where applicable.
• Confirm and update the physical or postal address where necessary.
• Confirm and update the email address where necessary.
• Verify the vehicle’s registration number and update it where necessary.
• Always confirm the Vehicle Identification Number (VIN), update it where necessary and take a photograph of the licence plate.
• Confirm the engine number and update it where necessary.
• Verify that the correct payment method has been selected at the time of booking. Update it where necessary and flag the customer’s name using the designated colour where authorisation is required.
• Record detailed information about the requested service or repairs by asking the appropriate questions: What, Where, How, When and Who.
• Record any additional work requested by the customer. The BSI system will require the customer’s signature to authorise such work.
• Always take a video and photographs showing the vehicle’s condition and any existing damage.
• Take a photograph of the instrument cluster showing the current mileage.
• Ensure that the vehicle silhouette and photographs are completed for every job card. If anything is missing, inspect the vehicle and complete the required documentation.
• Ensure that protective covers are fitted to the vehicle in the customer’s presence, either by yourself or by staff assisting with the morning reception process.
• Ensure that the service book is stamped and returned to the vehicle in the customer’s presence.
• Confirm the customer’s preferred vehicle collection time.
• Clarify the customer’s collection requirements.
• Confirm the repair requests with the customer before they leave.
• Thank the customer and escort them to the reception area.
• If the customer requires transport, escort them to the reception area and introduce them to the host responsible for arranging their transport.
• Ensure that customers waiting for their vehicles receive appropriate assistance.
• Create job cards on the BSI system when necessary and ensure that all information will be the responsibility of the staff member concerned.
• Inform customers that payments made through electronic funds transfer (EFT) must reflect in the Client’s bank account before the vehicle can be released.
• Do not release any vehicle without payment unless authorised and signed off by the Service Manager or Dealer Principal. If a Service Advisor releases a vehicle without payment or management authorisation, the Service Advisor will be required to sign an acknowledgement of debt the following morning and will be responsible for recovering the outstanding amount directly from the customer.
• Ensure that all customers complete the handover process through the BSI paperless system. A customer cannot be marked as completed on the overview screen unless the entire process has been followed.
• Ensure that the Automate invoice is uploaded to the job card on the BSI system and is available under the e-filing section.
• Upload all other applicable documents to the relevant job card on the BSI system. Paperwork and physical filing must be avoided. All documents must be attached to the relevant job card for audit purposes.
• Inform customers when their vehicles will not be ready at the promised time or date. Record every customer contact on the BSI system, including notes of the discussion, and update the delivery date and time accordingly.
• Contact customers with bookings scheduled for the day at least twice on the same day. For carry-over vehicles where insufficient time prevents daily contact, ensure that customers are contacted as frequently as necessary to keep them informed. For vehicles delayed due to parts on back order, contact customers every second day. For walk-in or towed-in vehicles that have not yet been attended to, contact customers twice daily. Record every communication on the BSI system and update the expected delivery date and time daily.
• Record all communication with customers on the BSI system.
• Create sublet orders and ensure that each order is signed and authorised by the Service Manager. If the Service Manager has not signed the order, the Service Advisor may be held liable for the supplier’s invoice if the customer or manufacturer refuses payment. Upload the sublet order and supplier invoice to the relevant job card on the BSI system. All documents must be available in the e-filing section for invoicing and audit purposes.
• Liaise continuously with the workshop controller through the BSI system regarding vehicle progress. The BSI system must be used as the communication tool between the Service Advisor and workshop controller, for both internal communication and customer updates.
• Obtain any additional information that may not have been collected by the booking clerk.
• Ensure that the booking clerk has uploaded the Consumer Protection Act (CPA) documents and terms and conditions to the job card.
• Ensure that the Service Manager signs the job card during check-in.
• Resolve customer queries efficiently and professionally.
• Follow up daily on work in progress and outstanding cash payments. Hold a daily meeting with the Service Manager to review and resolve outstanding items. Ensure that the work-in-progress report is 100% accurate before the end of each day. Under no circumstances may a job card remain open if the vehicle is no longer on the premises. All job cards must be costed on the same day the vehicle leaves the premises. Failure to follow this process constitutes a written-warning offence, and appropriate disciplinary action may be taken.
• Do not keep a job card open for parts on order. Even if the vehicle is expected to return the following morning, the existing job card must be costed, and a new job card created when the vehicle returns.
• Do not order warranty parts unless the warranty clerk has authorised the replacement.
• Do not carry out warranty repairs without authorisation from the warranty clerk. The following process must be followed: * The technician requests parts through the BSI quotation system. * The parts department adds the required parts to the quotation. * The quotation is forwarded to the Service Advisor. * The Service Advisor identifies that the repair should be processed under warranty. * The Service Advisor requests the warranty clerk to authorise the repair by changing the labour line from cash to warranty repair. * Neither the warranty clerk nor the Service Advisor may add another labour line to authorise the warranty. * The payment method must be updated. * Once authorised, the quotation is returned to the technician for release. * The quotation is then returned to the parts department for pricing updates. * The parts department books out and releases the parts. * The technician signs the parts-picking slip.
• Notify your immediate supervisor of all problem areas.
• Be available for training whenever required.
• Work overtime when required.
• Ensure that the workshop reception area is neat and tidy at all times. Eating in the reception area is not permitted.
• Smoking inside the building is prohibited.
• Excessive private telephone calls may be charged to the employee. Continued violations may result in disciplinary action.
• Loss of revenue to the Client resulting from incorrect quotations or authorisations will be recoverable from the Service Advisor responsible, subject to the applicable policies and procedures.
• Demonstrate the ability to work under pressure.
• Be responsible, trustworthy and loyal to management and the Client at all times.
• Inform your immediate supervisor in good time of any leave or time off required.
• Work at month-end until all necessary tasks have been completed.
• Achieve the monthly targets set by the Client’s Head Office.
• Carry out any other duties assigned by the Service Manager, Dealer Principal or another authorised person.

How to Apply